- Your Atlassian Cloud and the email used for the .
- The specific recommendation or insight you tried to push to Jira.
- Access to Settings → Integrations in your OpenCX dashboard.
Common scenarios
Jump to the symptom that matches what you’re seeing.”Failed to verify credentials” on save
: wrong domain format, expired token, or mismatched email. Fix:- Use the full Atlassian domain — e.g.
acme.atlassian.net. The domain must includeatlassianin the hostname. - Regenerate the API token in Atlassian account settings if the current one may have been revoked.
- Confirm the email matches the Atlassian account that generated the token.
Connected but no issues appear in Jira
: the API token’s account lacks access to the target Jira project, or the default issue type doesn’t exist in that project. Fix:- Confirm the Atlassian account behind the token has access to the target project in Jira.
- In OpenCX, check that the default project and default issue type are set in Settings → Integrations → Jira.
- Navigate to AI Recommendations or Customer Insights and explicitly push an item to Jira. Issues are created on-demand — they are not generated automatically in the background.
Issues are created when you push a recommendation or insight to Jira from the OpenCX dashboard. If you’ve connected Jira but haven’t pushed anything yet, no issues will appear.
Wrong project or issue type on created issues
: organization defaults overriding per-issue selection. Fix: check the defaults in Settings → Integrations → Jira. When pushing a recommendation, use the project and issue type override to target a different project.Field mappings not appearing on issues
: mapping not active, field ID mismatch, or the Jira field isn’t available on the target issue type’s screen. Fix:- Open the field mappings in your Jira integration settings and confirm the mapping is saved.
- In Jira, confirm the custom field is added to the screen for the issue type you’re creating. Jira hides fields that aren’t on the issue’s screen, even if the API sets them.
- Re-push a recommendation to test — field mappings apply at creation time only.
Project or issue type missing from the selection
: the API token’s account doesn’t have access to that project, or the issue type isn’t available for the selected project. Fix:- Confirm the Atlassian account has at least browse permission on the project.
- Issue types are loaded per project — switch to the correct project to see its available types.
None of the above
If your issue doesn’t match any scenario here, contact support with:- Your OpenCX organization name.
- The Atlassian domain you’re connecting to.
- The specific action you took and the error message (or lack of expected result).
Limits and timing
| Value | |
|---|---|
| Issue creation | On-demand (when you push from the dashboard) |
| Verification timeout | 10 seconds |
| Projects loaded | Most recent projects from the Atlassian API |
| Field mappings | Applied at issue creation time only |
| Jira Cloud only | Server and Data Center are not supported |
OpenCX does not retry failed issue creation automatically. If an issue fails to create (e.g. due to a temporary Jira outage), push the recommendation or insight again once Jira is back.
Related Documentation
Connect Jira
Re-verify credentials and check field mapping setup.
Issue Flow
How issues are created from recommendations, insights, and conversations.
Overview
Capabilities and observability features.
Handoff
Global handoff rules and escalation settings.